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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1715513
Job Function: 
Hotel/Resort Operations
Location: 
Dallas, Texas United States
Brand / Resort: 
Hawthorn Suites by Wyndham
Schedule: 
Full-time

Extended Stay Operations Director

20 Oct 2017
There’s no one else like us. Wyndham Hotel Group is the world’s largest and most diverse hotel business, with a global portfolio of more than 8,100 hotels and over 705,700 rooms in 79 countries. We’re a hospitality powerhouse, with iconic brands united by the richest and simplest rewards program in the business, Wyndham Rewards. Offering members a simple-to-use, generous points earning structure along with a flat, free night redemption rate – the first of its kind for a major rewards program, Wyndham Rewards® offers members the chance to earn and redeem points for hundreds of rewards options around the world every day.
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Hospitality and Texas charm await you when visiting our Hawthorn Suites by Wyndham Dallas Park Central hotel. Located in the Park Central business district, with easy access to I-635 and I-75, short-term and extended stay guests appreciate this non-smoking hotel's location in north Dallas, TX.  The hotel's one- and two-bedroom suites offer everything you need: comfort, space, privacy and total connectivity with free Wi-Fi and wired Internet access.
 
Job Description
Wyndham Hotel Group is searching for an Extended Stay Operations Director to work at our beautiful Hawthorn Suites by Wyndham property located in Dallas, TXThis position is responsible for ensuring the operation of the Guest Services, Housekeeping and Breakfast area in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
 
Responsibilities will include but not be limited to:
  • Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all associates according to Wyndham S.O.P.'s.
  • Carry a cell phone at all times.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Wyndham S.O.P.'s.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily,
  • Attend weekly revenue meetings.
  • Participate in required M.O.D. program as scheduled.
  • Review Guest Services staff's worked hours for payroll compilation and submit to payroll on a timely basis.
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Wyndham S.O.P.'s regarding  vouchering of invoices and checkbook accounting.
  • Ensure that productivity and the schedule are completed on a timely basis according to Wyndham S.O.P.'s.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Work closely with Central Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Wyndham S.O.P.'s.
  • Ensure implementation of all Wyndham policies and house rules.  Understand hospitality terms.
  • Ensure sign off of all Service Standards by Position for staff.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Must maintain constant communication with Housekeeping,
  • Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing implementation of the Wyndham philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Follow and enforce all Wyndham hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Maintain and monitor "Lost and Found" procedures and policies according to Wyndham standards.
  • Establish and maintain key control system.
  • Ensure participation within department for Count on Me! Committee 
  • Monitor all V.I.P.'s, special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office log book and Guest Request log on a daily basis.
  • Be familiar with all corporate sponsored programs such as Wyndham Rewards.
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.
  • Conduct meetings according to Wyndham standards as required by management.
  • Check rooms with the housekeeping supervisor on a daily basis.
  • Ensure the cleanliness of all public areas.
  • Oversee the breakfast area with the help of the breakfast attendant
  • Ensure all hotel supplies are ordered and accounted for.
  • Maintain the housekeeping schedule.
  • Ensure the housekeeping boards are completed daily in accordance with productivity guidelines.
  • Maintain the linen inventory count quarterly.
Qualifications
Education & Experience: 
  • At least 3 years of progressive experience in a hotel or a related field; Supervisory experience required.
  • Must be proficient in Windows, Opera and Company approved spreadsheets and word processing.
  • Must have a valid driver’s license from the applicable state.
 
Physical requirements:
  • Long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
 
General Requirements
  • Maintain a warm and friendly demeanor at all times.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Attend all hotel and brand required meetings and trainings.
  • Participate in M.O.D. coverage as required.
  • Maintain regular attendance in compliance with Wyndham Standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing nametags.
  • Comply with Wyndham Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must be able to maintain confidentiality of information.
  • Perform other duties as requested by the General Manager  
 
Wyndham Hotel Group is proud to be an Equal Opportunity Employer (Minorities/Female/Disability/Veterans)

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